Call Centers Are Irrelevant, But Contact Centers Are Not

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I recently had the opportunity to share some of my thoughts on contact centers with my friends over at NextCaller. In the interview I talked about the shift from call centers to contact centers. While the phone is still the predominant support channel, it’s more frequently sharing the stage with text-based channels like email, chat, SMS, and social media.

I also spent some time sharing about the importance of consistently gathering the insights that our front line colleagues are gaining from customers every minute of every day. Those valuable insights can be used to make constant and consistent improvement to the customer experience.

To read the full interview, click here.


Jeremy Watkin
Head of Quality

Jeremy Watkin is the Head of Quality at FCR. He has more than 15 years of experience as a customer service professional.  He is also the co-founder and regular contributor on Communicate Better Blog.  Jeremy has been recognized many times for his thought leadership.  Follow him on Twitter and LinkedIn for more awesome customer service and experience insights.

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